Top 5 login issues and solutions

Top 5 Login Issues (Last 90 Days Analysis):

1. Forgotten Password (45% of login tickets - ~180 tickets/month)

Quick Resolution Steps:
1. Send password reset link to registered email
2. Verify user receives email (check spam folder)
3. Guide through password creation rules
4. Confirm successful login
Average Resolution Time: 2-5 minutes

2. Account Locked (25% of login tickets - ~100 tickets/month)

Quick Resolution Steps:
1. Verify user identity (email + security question)
2. Check lockout reason (failed attempts vs. security policy)
3. Unlock account in admin panel
4. Remind about security best practices
Average Resolution Time: 5-10 minutes

3. Browser/Cookie Issues (15% of login tickets - ~60 tickets/month)

Quick Resolution Steps:
1. Clear browser cache and cookies
2. Try incognito/private browsing mode
3. Test with different browser
4. Update browser if outdated
Average Resolution Time: 1-3 minutes

4. SSO Configuration Problems (10% of login tickets - ~40 tickets/month)

Quick Resolution Steps:
1. Verify user is in correct SSO group
2. Check with IT admin for SSO status
3. Test direct login as fallback
4. Escalate to SSO specialist if needed
Average Resolution Time: 15-30 minutes

5. Two-Factor Authentication Issues (5% of login tickets - ~20 tickets/month)

Quick Resolution Steps:
1. Verify backup codes availability
2. Reset 2FA device if lost/broken
3. Guide through 2FA setup process
4. Confirm successful authentication
Average Resolution Time: 5-15 minutes

Quick Reference Scripts:

Password Reset Script

"I can help you reset your password right away. I'm sending a reset link to [email]. Please check your inbox and spam folder. The link expires in 15 minutes. Let me know when you receive it and I'll guide you through creating a new password that meets our security requirements."

Account Lockout Script

"I see your account was locked due to [reason]. For security, I need to verify your identity first. Can you confirm the email address on file and answer this security question: [question]? Once verified, I can unlock your account immediately and help you log in successfully."

Browser Issues Script

"Login issues are often browser-related. Let's try this quick fix: press Ctrl+Shift+Delete (or Cmd+Shift+Delete on Mac), clear cookies and cache, then try logging in again. If that doesn't work, try an incognito/private window. This resolves most browser-related login problems."

Escalation Triggers:

• Security Team: Suspicious login patterns, potential account compromise, repeated failed authentication attempts
• Technical Team: SSO integration failures, system-wide authentication issues, API connection problems
• Manager: Customer escalation requests, policy exception requests, VIP customer issues
• Emergency Protocol: Suspected security breach, mass authentication failures, system compromise indicators

Prevention Tips:

• Password Management: Recommend password managers, explain strong password requirements, share password security best practices
• Browser Maintenance: Regular cache clearing, keep browsers updated, disable conflicting extensions
• 2FA Best Practices: Backup codes storage, multiple device setup, authenticator app recommendations
• Account Security: Regular password updates, monitor login activity, report suspicious activity immediately